All the issues happen in my bank account
The customer service is ok but I'm tired of calling them.
First: my bank card didn't arrive at my home - could be post office issues, but our relationship began like that way.
Second: without my card I had a issue using the online card via mobile phone during a short trip - thanks that to the fact I didn't close my commonwealth bank account and I was able to use it.
Third: I had an issue using the Ubank app in relation the security code and I wasn't able to transfer money between accounts. I spent hours trying to solve this with customer se...rvice. The attendant was very kind and friendly and surprised regarding this matter. He tried tI solve it, but In the end, I had to wait for his call and he did the process manually. Fourth: 01/01/21 I tried to purchase $436 but had to transfer $ between accounts. For some reason, my money disappeared so, my brother makes the payment. I rang the CS and the attendant was so surprised by this IT issue because it should be automatic. He checked and this amount wasn't available. However, it would be solved by 4 pm.
- Verified customer
Embarrassing IT and stupid account set up and rubbish sweep
Customer >6years. Really good rates. BUT their IT is embarrassing. It feels like high school kids are managing it. The website login never works; the mobile app shows a pinwheel >20 seconds at log in and each time you go between different account views. WORST FEATURE: compulsory transaction account (in addition to your basic online savings account). You can only Bpay or DD from the transaction account, and if the funds are low, it's meant to automatically sweep money from the savings account so as to complete the transaction. IT FAILS all the time. The sweep is rubbish and I'm constantly manually transferring money from savings to transaction all the time to complete transactions (PayPal, car rego, tapping).
Poor service from call centre
5 weeks since my son couldn't get access to his account. He did an ID check at Australia Post on the 12th June. After following up at least weekly and being told that they couldn't tell us anything and to wait for an email. After 4 weeks when we pushed for answers, we were told that they couldn't tell us anything and to email NAB ( that's right NAB). Called again on 16th July and were told that we shouldn't have been told to email NAB and that he will check it out and call us back withing the hour. 5 hours later no call back, so we called aga...in to be told that they couldn't tell us anything but she would email the department responsible for this and they will get back to us. So we'll see what happens this time. When this if finally sorted we will all be closing our accounts which amount to many hundreds of thousands of dollars. It's just not worth the hassle for a little bit more interest.
Poor technical support and ability to deliver
For the past few months I have asked for my name on the overview page of my account to be corrected. It is misspelt. Not difficult, you would expect. At least three times I have been told that it has been fixed. Not the case. Still wrong. This brings into question their ability to fix and test and issue. I have been told recently that Ubank is still investigating, Ha! A couple of months ago I also raised the issue that their OFX transaction export is missing transactions, a fundamental flaw. Still no resolution. I am regretting my move from CBA Netbank, which is a superior product.
Quite possibly the worst banking website possible
I've been trying to transfer money to a friend in need in the US. After a bit of hassle and lots of "Sorry, Internet Banking is temporarily unavailable", I find out that UBank doesn't allow international transfers. Ok, then I'll just send the money to a friend first- "Sorry, Internet Banking is temporarily unavailable". So when it comes back online I try to send the money- and it doesn't work. I check with my friend that all the details are correct, then try to contact UBank via the secure mail- "Sorry, Internet Banking is temporarily unavailab...le". So finally, I try again, and after several more days of waiting and Internet Banking being temporarily unavailable, I finally get through to customer support. They suggest checking the details, and readding him as a payee. Ok, I'll triple-check the details, then try to add him as a payee again- "Sorry, Internet Banking is temporarily unavailable". All in all, I can sum up the UBank experience with one simple sentence; "Sorry, Internet Banking is temporarily unavailable".
UBank uses snail mail (non-secure) to send a security code
I have two phone numbers registered to my UBank accounts. One phone number has just been cancelled and the other is my workplace phone number - where I don't go to during the CV19 pandemic.
To register my new phone number to my UBank account, UBank sends a security code via SMS to the registered phone number - which in this case is my cancelled phone number - so that couldn't work.
So I telephoned UBank and joined the queue (after 6pm).
The UBank Customer Service officer securely identified me but would not update my phone number. I asked her...to post a security code on my UBank account's inline SecureMail. NO! She said she had to POST MAIL a security code!!!! When I asked her why she couldn't post a security code via my UBank account's inline SecureMail she said that it wasn't fully secure. One can only deduce that UBank believes that Australia Post mail is more secure than their own inline SecureMail. ???? Addendum:
Don't bother !!!
I have been with UBank for 12 yrs and I gave them two stars (instead of one) as they are good at interest rates for saving accounts ONLY; however, when it comes to home loans they are the worst, I wouldn't finance a pet shack with UBank, their rates are similar to other (non virtual) banks and their customer service is disgraceful. They arranged a phone call with me to go about my home loan application, after a hello introduction (including my name and date of birth) the person on the phone said give me a minute to check the phone connection a...nd then came back and said we are sorry you failed identity check, we can not proceed, SERIOUSLY !!!!!. I have had doubts about having a mortgage with a virtual bank, now these doubts became reality, stay away.....
Ubank - are you reviewing these comments.
I recently refinanced my home loan to UBank, as they do offer an attractive rates!
But the customer service....seriously....how bad can you get? From start to finish, I was constantly chasing them up at each step to find out what was happening and to keep the process moving. I couldn't reach the right person most times and they never called back? Eventually got there in the end, but it took way too long, particularly the settlement phase. Even now, they do things that completely frustrate me, like simply trying to cancel a direct debit that is superseded by a pay credit.
Calling on all Ubank bosses, start contacting customers and seek honest feedback. It might not be pretty, but at least then you can fix it.
Pretty Poor for an online bank
For an online-only bank, uBank has really lacked behind in its digital platforms.
The website is outdated and not great with Modern Browsers.
The most frustrating thing at the moment is that OSKO, NPP and PayID have been released for almost a year and there is still no word on when this vital technology will be introduced.
Another bugbear for me was that it took ages for the Android app to catch up to the level of the Apple app which was very frustrating.
All in all the highish interest rate was the only redeeming factor and the product is good but as for the Bank itself is not great and I have elected to move my finances elsewhere.
- Verified customer
Used to be not too bad, awful now
Their main advantage is the ability to pay directly from a savings account, something that all banks should have.
They also used to have a good savings rate. Not anymore.
Internet banking used to be acceptable, now requires me to clean browser cookies every time I need to log in. Mobile app - was promising, recently got superseded by another one that is not any better.
Attempted to get a home loan from them - filled the application, scheduled a call, went through plenty of details over the phone only to accidentally learn halfway through the call that they don't finance new houses. Seriously? This should've been the very first question during the application process. Wasted lots of time and now not sure I'll get my financing on time.
1. 6 weeks ago I verified my new address and phone number so that I could open a new account
2. Opened account and trasferred all of money there because I was told it would take a week for me to receive my card
3. They sent it to my old address
4. I cancelled the card and asked for it all to be sent to my new address
5. Card received 2 weeks ago
6. No pin code was sent
7. I called again asking for the pin, it's been now over a week and I have not received the pin code
Have had to call so many times. On hold for 30 minutes
Its archaic that UBank is relying on the postal system for this. Other banks let you change the pin online.
I have been with UBank for 5 years. I have an SMSF saver account. I just want to open up another account online but I get a technical server error box. I have just spent a super frustrating time failing to sort it out. I couldn't find a helpline number on the site so I had to google it. After waiting 15 mins (at 14.00 hrs they were unusually busy - really?) I hung up. I noticed that a chat box had popped up on the site. The guy was helpful but wanted to know all the details of the server error box which was now not available because I had logged out and logged in again. I could not replicate the error because another site error was preventing me ARRRRRRGGGGGH! I will just transfer all of my money to an acct I have with another bank
Outdated online platforms
It's understandable there's been a lot of scrutiny over banks lately. UBank, however, appears to be using this as an opportunity to be overly risk-averse and punish their loyal customers.
For an online-only bank, their systems don't use the modern technology that you'd expect for an online bank (PayID, Real-time payments, online identity verification, etc). The online banking platform is frequently down for maintenance with long outage windows. Dealing with their customer service team is an absolute nightmare. They are very inflexible, with ou...tdated, manual processes for just about everything. It should be pointed out that their interest rates are still much better than traditional banks. However, a quick online search will reveal they're starting to lose this competitive edge, especially in the online-only banking category.
Great rates Below Average Service
We were attracted to their rates and wanted to refinance. We then applied online for Home Loan and gave all information. Loan Manager then asked for information to be repeated, failed to contact on time arranged and failed to send emails. Contact was staggered and despite holding email address on file failed to send promised emails twice. Overall they are reliable with automated products; people skills below average.
Poor customer service
We were lucky to be able to pay back our mortgage, but it has turned out to be a major nightmare: First they referred us to their partner MSA for settlement of the mortgage. MSA charged us for them to release the papers. After calling and emailing and googling, I found that they were not supposed to charge us. It took us more than 1 month go get that money back. Now more than 2 month after the mortgage was paid off, and another 20 phone calls, they still did not finalize the mortgage on their systems, and have not paid out the balance in our favour. Every time they promise to call us back, which they never do. I am a step away from dragging them to the courts of small claims.
I'm only here for the interest rate
Ubank have fantastic home loan rate and I foolishly assumed because they are online only and owned by NAB they would have good software to run their online portal. Not so. Online banking quite often has glitches that mean I am unable to complete transactions when I need to and have to log back in at a later time. Zero customer service as there is nobody you can actually call and speak with. If online is your ONLY service I would have expected it to be first class. Having said that... the interest rate is awesome.
Website is atrocious, rates are good
Needed to order an account statement to verify my account balance. Tried doing this using online system, had to make a request which was supposed to take 48 hours but never arrived. Ended up having to call customer service, wait time was over 20 minutes and the issue was not easily resolved. With Ubank you get good rates, but at the expense of customer service and well designed online systems.
Questions & Answers
Dear UBank, you sell yourselves as the only bank you will ever need. Yet basic features that are standard with ur competitors simply aren’t available and there seems to be no indication when they will be available.
Pls provide an update as to when Osko and PayID will be implemented
Do the managers at uBank live on the same planet as us their customers?
It would appear they are not aware of how apathetic their customer service is.
I need to take my money and I sended all the papers that you told me from Australian post office and still I cant have access to my money I want my money back I need for an emergency and I cant take any money , I want to shut down my account with this bank and send my money to my nab account the worse bank , never put your money there.
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